Supervisor, Service Engineer (Oklahoma, Kansas, Missouri)

Find a Better Way...

...to use your skills and experience.
This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

...to improve the lives of others.
Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

...to build a promising future.

We currently have a great opportunity for a Service Engineer Supervisor. The SE Supervisor will perform all duties and responsibilities of the SE Lead position. Additionally, the SE Supervisor will assist the District Service Manager (DSM) in managing day-to-day operations within the district to ensure and maximize customer satisfaction with Sysmex product lines through technical excellence, direct customer communications, and resource allocation where applicable. The SE Supervisor will support the management and service operations of the district under the leadership of the DSM and provide mentoring to less experienced associates.

Essential Duties and Responsibilities:

1. Install, maintain, and repair Sysmex instruments and systems, including:
* Identifying and analyzing instrument problems.
* Repairing to meet specifications.
* Escalating exceptional issues to minimize customer down-time.
* Performing pre-installation site surveys, installations, scheduled maintenance, and approved modifications in accordance with Sysmex policies.
* Scheduling modifications as indicated in the Technical Service Bulletin (TSB) and Engineering Change Request (ECR) processes.
* Monitor and respond to communication devices during all scheduled times.
* Maintain SNCS connectivity for existing and new customers.
2. Support and provide ownership of technical issues at existing customer sites.
3. Work cross-functionally with other Sysmex Associates to ensure total customer resolution and maximize customer satisfaction.
4. Properly document all service related activities in a timely and professional manner including inventory, service orders, expense reports, and all other required records.
5. Miscellaneous duties include:
* Maintain expenses within guidelines.
* Maintain high level of customer management and organizational skills.
* Maintain control of parts inventory and all company property.
* Perform duties in such a manner as to develop confidence, promote goodwill, and maintain or improve credibility with regard to quality of products and customer service.
* Promote Sysmex America, Inc. as a leader in the diagnostic market.
6. Team with the DSM on the following tasks:
* Assist in workload balancing including PM's, ZMOD's, SITE calls, and primary/secondary assignments.
* CRM activities which include, but not limited to; call closure, calendar exceptions, part pricing, and RID transfers.
* On-call lists and rotations.
* Where applicable, preparation and assistance with Service Line Reviews and other customer visits.
* Assist with service escalation and other customer concerns as needed.
* Team with the DSM with cross-functional activities which could include conference calls and customer care meetings.
* Participate in symposiums, demonstrations, and user's group meetings.
* Team with the DSM to review KPI's of the District.
* Assist with on-boarding of new engineers in the workgroup.
* Perform presentations as needed.

7. Manage, lead and direct the day-to-day activities of direct reports as applicable. Review and assess primary, secondary and back-up assignments of SEs to customers within the District. Review territory configurations to optimize response time, matching of skills against specific customer requirements and overall cost objectives. Monitor the distribution of service calls and responses to minimize overtime while meeting service obligations and customer satisfaction goals.
8. Identify issues and concerns from customers in the District and lead the escalation and resolution coordinating the efforts of necessary resources and appropriate departments as required such as the Technical Product Managers and senior management. Personally engage in any critical customer situation, develop the strategy and plan and follow the Call Escalation Policy to resolve and implement a corrective action.
9. Support and develop team - Hire, train, coach and develop District team of SEs. Travel with SEs and prepare individual development plans. Facilitate on-the-job training as required. Coordinate with Service Training to achieve and maintain the necessary skills within the District to achieve operating goals and key performance indicators (KPIs). Review SE annual PMOs providing feedback and coaching where needed on a regular basis.
10. Other Duties and projects as assigned.

Travel Percentage: 25%

Physical Risk: Regular exposure to risk that may require alertness, but with minimal precautions.

Physical Demands: Moderate physical activity. Routine handling of objects 21 to 50 pounds; continuous (at least 80% of time) walking or inspections, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting and/or other conditions.

* Associates degree or 6-10 year's experience in Field Service required, which may include experience in the Armed Forces. Bachelor's degree in preferred.

* Completion of Sysmex-certified instrument training.

* Electronics and/or laboratory science
* 1-3 Year's experience as a Service Lead preferred.
* Direct experience with Sysmex Hematology instruments in service, applications, technical support, or other capacity would be desirable.
* Prior field service or laboratory experience is preferred.
* Demonstrated knowledge of clinical laboratory industry.

* Excellent command of English, both verbal and written; second language desirable (Spanish, French or Portuguese).

* General computer knowledge in a Windows environment is required. Basic knowledge of LIS systems and interfacing principles desirable.

* Demonstrated ability to explain in simple and understandable terms complex technical information associated with Sysmex instrument systems.

* Outstanding listening skills, patience and understanding.

* Demonstrated presentation and influence skills.

* Team orientation.

* Demonstrated facilitation skills.

* Maintaining stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.

* Ability to maintain a high energy level and positive attitude.

This job requires satisfaction of the credentialing requirements of Sysmex's customers, including hospitals and other healthcare facilities, which generally includes proof of current vaccinations for measles, mumps, rubella, varicella (chicken pox), and COVID-19.

The hourly pay range for this role is $41.19 to $64.73, (along with an overtime pay - Include if eligible for overtime pay). Within this range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The total compensation package for this position also includes a choice of health care plan(medical, vision, and dental insurance), an annual incentive bonus, fleet vehicle, paid time off, parental leave, bereavement leave and a 401(K) for all eligible employees.

Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.